The player from Austria had an account with the casino for four years, consistently depositing from her Austrian bank account. However, after winning 1,770 euros and attempting to withdraw, the casino erroneously claimed she needed to provide a bank statement from a German account, which led to the unexpected locking of her account and withholding of her payout. The issue was resolved after the casino paid out her winnings following the player's communication with the Complaints Team. The case was marked as 'resolved' by the team.
NetBet Casino - Player's account has been closed after withdrawal request.
Amount: €1,770
NetBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I have had a player account with the provider for 4 years. I registered as an Austrian using my Austrian address, and my account was accepted. Over the 4 years, I have repeatedly deposited money from my Austrian bank account, and each time it was accepted. I was also verified with my Austrian registration form and bank account. Now, for the first time, I won a larger amount and wanted to withdraw 1,770 euros. The withdrawal remained in processing for a long time. I contacted support to find out what was going on. They then demanded that I provide a bank statement from a German bank account since I registered on the German site, implying I must live in Germany. I denied this and sent my registration form again. Suddenly, my player account was locked, and I never received the payout. How is it possible that I could register, deposit, and play, but when I want to withdraw, they lock my account? If the service is only for Germans, they should never have accepted me and my deposits in the first place.
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2 months ago
Dear Jacqui1007,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Have you made any successful withdrawals from this casino before?
Have you used any VPN or IP-masking software to change your true location and access the casino website?
Do I understand correctly that you passed the full KYC verification?
Please forward all the relevant communication between you and the casino customer support regarding the issue with your country to veronika.l@casino.guru. Kindly include all the screenshots, chat transcripts, and other evidence that could be important for the investigation of your case as well.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
Hello,
thank you very much for your help!
I have never used a VPN, played there via various media (smartphone, laptop) and never concealed my origins.
This was my first withdrawal.
A few months ago I had to verify myself in order to be allowed to deposit, everything was accepted.
Luckily I took some screenshots before I got banned, I'll send you everything.
Best regards
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2 months ago
Translation
The casino has paid out after all. Please close the case, thank you for your support.
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2 months ago
Dear Jacqui1007,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
